Develop processes and applications on the ServiceNOW platform.Develop technical requirements from business requirement to outline how to execute the previous responsibility.Participate in Agile Scrum process that is leveraged as the teams SDLC.

Workflow AutomationDevelopment of new service offering within ServiceNow Service Catalog.Work with process owners to improve items related to ITIL Incident, Problem, Change and Configuration Management.

- Server Administration Windows- Worked with on-site project teams and executing various phases of CA Service Desk including installing, system configuration, and application upgrade.- Process Automation development using CA IT Process Automation.- Enable integration between Team Foundation Server 2010 and CA Service Desk Manager using CA IT Process Automation engine, helping to bridge SDLC process with Change management.- Basic project management skills: Collection of requirements, developing a design, receiving approval to proceed and implementation of the project.- “Go to” resource for all items related to CA ITSM Suite.

PROFESSIONAL EXPERIENCE- Worked with on-site project teams and executing various phases of CA Service Desk including installing, system configuration, and application upgrade.- Process Automation development using CA IT Process Automation.- Migrated all versions of CA Service Desk from version r11.2 to r12.5- CA CMDB (R12, r11.2, r11.1)1- Implementation Lead for Unicenter Asset Portfolio Management r11.3.4.- Implementation Lead for CA Service Catalog r12.6.- Implementation, customization of Service Desk Manager- Federated adapters and MDR launcher- Troubleshooting complex problems and worked with Support team to provide them with assistance of resolving complex issues- Visualizer and Impact analyzer- Data federation from the multitude of data sources using GRLoader- Leveraging Change management processes with CA CMDB- Implementation of new functionality including forms, workflow, alerts, filters, escalations, menus and other related components based on agreed business requirements.- BMC Remedy installation and configuration.- Provide ongoing maintenance and support of BMC Remedy ARS system and BMC Remedy Mid-Tier- Assists in documentation and prioritization of business, functional and technical system requirements.- Operational Acceptance Testing: Develops test designs and plans, scripting and execution and documents results. - Work on evaluating, testing, and developing software deployment methods for automated software distribution for new and upgraded software.- Work with project managers, developers, DBA’s, end-users and fellow staff members on implementation of business applications. - Works with customers and management to define business workflow processes for handling and tracking service requests or events.

- Perform JCL overrides as needed.- Diagnose job abends and system hardware/software problems.- Manual and Automated (Maestro and CA-7) Schedule Functions and Administration:- Participate in training other associate to help further their technical knowledge.- Work with the following mainframe scheduling products CA-7, CA-11, Endevor.

- Diagnose job abends and system hardware/software problems.- Perform JCL overrides as needed.- Monitor all shift activities in computer operations, assisting other levels with console management.- Participate in training other associate to help further their technical knowledge.- Perform UNIX schedule on RS6000 system.- Work with the following mainframe scheduling products CA-7, CA-11, Endevor.

- Internal web site and external web site tester for Pemco. Duties include testing all links for the Pemco Internal web site along with all the company with in Pemco, which include Pemco Insurance, Pemco Corp, Washington State Employee Credit Union, and Pemco Shared Service. External web site testing included the same duties.- Involved in testing new Software to be brought into the company. - Automated testing used Mercury Interactive product WinRunner 5.0 & 6.0. Built automated test scripts for many large and small web applications in Pemco. - Change Control Analyst for the Serena product Change Man. Duties included checking all standards where followed for JCL, PROCEDURES, PARMLIB, and DOCLIB MEMBERS. - Technical Support Analyst for the Serena product Change Man. These duties include problems solving for the product. Package Level upgrades for the Change Man product. Taken care of any issues a User of the Change Man product would find and were unable to fix.

- Shift lead for third shift computer operations. Responsible for training new personal, reviewing personal on shift, and problem management resolutions on shift.- I have worked with both UNIX (HP9000& IBM UNIX batch processing systems.) for the last two years. Worked with following Mainframe and UNIX schedulers, such as Zeke IBM Mainframe Scheduler, OCS UNIX Scheduler, and Maestro UNIX Scheduler. - Responsible for the setup and forms printing for UNIX and IBM mainframe batch processes on the following printers for the past four years XEROX 4635, XEROX 1090. XEROX Doc- Increased efficiently of daily schedule on shift 50%.